Customer Service Supervisor I (M - F, 7:00am-3:30pm)

At Niagara, we’re looking for Team Members who want to be part of achieving our mission to provide our customers the highest quality most affordable bottled water.

Consider applying here, if you want to:   

• Work in an entrepreneurial and dynamic environment with a chance to make an impact.   
• Develop lasting relationships with great people.   
• Have the opportunity to build a satisfying career.

We offer competitive compensation and benefits packages for our Team Members.

Customer Service Supervisor I (M - F, 7:00am-3:30pm)

The Customer Service Supervisor I is responsible for overseeing a team of Customer Service Representatives providing all levels of support to internal and external customers by troubleshooting any order and/or delivery issues. Customer Service Supervisors are responsible for the processes and systems related to the servicing of customers and support of Sales and the rest of the Supply Chain teams.

Essential Functions

• Direct supervision of a team consisting of Customer Service Representatives and Specialists
  • Oversee all team responsibilities
• Recommend solutions for customer service issues and complaints
  • Identify opportunities for process improvement and service level improvement
• Coordinate with other department Supervisors to resolve customer issues
  • Attend and participate in weekly cross departmental meetings
• Collaborate with other department managers and supervisors
  • Prioritize collective efforts towards resolving critical customer issues and/or process improvement
• Train and enforce policies and procedures with new and existing CSR team members
  • Implement change and/or revisions to any process
• Collaborate with Customer Service Manager to set CSR shift schedules
• Manage CSRs timecards, PTO, and attendance
• Manage day to day changes in workload within the CSRs
  • Help set priorities and urgency
• Evaluate CSR team productivity through reporting
• Interview CSR candidates and provide input to Managers in employee selection
• Create and administer performance reviews
• Perform coaching and administer write ups when necessary
• Develop and manage relationships with Customers and Sales team members including responding to emails and phone calls
  • Participate in customer visits when needed
• Able to work flexible hours to train, develop and execute process’ throughout the year
  • Regular and predictable attendance is an essential function of the job
• Collaborate with Sales Manager, Cost Management, Planning, and Order Management for promotional planning and execution
• Please note this job description is not designed to contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without prior notice.

Qualifications

• Minimum Qualifications:
  • 2 Years  – Experience in Field or similar manufacturing environment
  • 0 Years  – Experience in Position
  • 0 Years  – Experience managing people/projects

                *experience may include a combination of work experience and education

• Preferred Qualifications:
  • 4 Years – Experience in Field or similar manufacturing environment
  • 2 Years – Experience working in Position               
  • 2 Years – Experience managing people/projects

*experience may include a combination of work experience and education

Competencies

This position embodies the values of Niagara’s LIFE competency model, focusing on the following key drivers of success:

• Lead Like an Owner
  • Makes safety the number one priority
  • Keeps alert for safety issues and escalates immediately
  • Effectively prioritizes tasks based on department goals
  • Shows respect to others and confronts interpersonal issues directly
  • Prioritizes resolution of customer issues effectively
  • Responds promptly and honors commitments to internal and external customers
• InnovACT
  • Makes recommendations to continuously improve policies, methods, procedures, and/or products
  • Demonstrates adaptability by reacting appropriately to unexpected changes in situations or circumstances